While the COVID-19 pandemic has kept most Americans close to home, U.S. consumers still needed to buy things. And the purchasing experience has been less than optimal.
According to a new American Customer Satisfaction Index (ACSI) survey, four of five retail industries received lower satisfaction scores in a survey of nearly 31,000 consumers conducted between April 1 and September 30. The scores were compared to a similar study done last year.
ACSI’s managing director, David VanAmburg, commented, “Customers braced for delayed packages, empty grocery store shelves, and hard-to-find name brands. Of course, just because they expected this, doesn’t mean they were thrilled about it.”
Surprisingly, perhaps, the sector posting the lowest index score was internet retail. The sector’s index score fell by nearly 5% year over year, from 81 to 77. The top score (80) went to three sellers: Costco, Etsy and